Call Center Supervisor

Job Description:

If you’re looking for a career where teamwork combines with excellence, where innovations blend with creative thinking, and support for career enhancements is inherent, then we want you to help us 'make it happen' as a Call Center Supervisor with Harte-Hanks Direct Marketing in Kansas City, KS. We provide state-of-the-art lead processing, customer care and management via a variety of channels--from web-based solutions to more traditional teleservice--for businesses ranging from computer hardware and software manufacturers to financial services companies.

As a key member of the Call Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.

Examples of Tasks:Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions Track and measure individual and team productivity and quality results Drive improvements in overall service levels, transactional efficiencies & cost management Provide assistance and/or on-the-job training Analyze, summarize and/or review data; report findings, interpret results and/or make recommendations Ensure adherence to company policies Manage and motivate call center staff to meet performance goals Analyzing and verifying agent knowledge level

Knowledge, Skills and Abilities:Thorough knowledge of call center operations Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met Demonstrated ability to interact with peers, senior management and other departments in a professional manner Strong organizational, leadership and interpersonal management skills Demonstrated communication skills both written and verbal Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff Ability to work in a dynamic fast paced atmosphere Ability to coordinate activities or tasks of people and groups Ability to maintain confidentiality Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally Must be able to take instructions from management and ensure follow up Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet) Ability to speak, read & write in English